Customer Success & Service Support Manager

SoftwareONE; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

SoftwareOne seeks a Customer Success Manager to own the customer relationship lifecycle, ensuring adoption, service excellence, and renewal outcomes. You will collaborate with Sales, Services, Support, and customer stakeholders to deliver measurable business value and strengthen long-term partnerships.

You will lead onboarding, adoption programs, and governance reviews, aligning customer objectives with platform capabilities and service commitments.

Qualifications

• Strong CRM and stakeholder engagement skills.
• Ability to translate customer priorities into structured success plans.
• Experience in customer success, service delivery, governance or account management.
• Understand SLAs, metrics, and risk management.

Responsibilities

• Building and maintaining trusted relationships with executive sponsors and key stakeholders.
• Developing Customer Success Plans aligned to objectives and measurable outcomes.
• Leading business reviews, governance meetings, and service performance discussions.
• Driving onboarding, adoption, and engagement across platforms to maximize value.
• Coordinating internal teams to manage escalations and continuous service improvement.
• Supporting renewals and identifying growth opportunities.

Skills

Customer relationship management

Stakeholder engagement

Account management

Renewals

Cross-sell & upsell

Job description

Would you enjoy building trusted relationships with senior customer stakeholders

Are you motivated by helping customers gain measurable value from their technology investments

Do you thrive in a role that combines customer success, service governance, and commercial awareness

At SoftwareOne, we help organizations maximize the value of their software, cloud, and technology investments through exceptional customer experiences and long-term partnerships. We are looking for a Customer Success Manager to act as a trusted advisor for our customers, helping them achieve their business objectives while driving adoption, service excellence, and customer satisfaction.

As a Customer Success Manager, you will take ownership of the customer relationship throughout the lifecycle, from onboarding and adoption through to ongoing service delivery and renewal. Working closely with Sales, Services, Support, and Customer stakeholders, you will ensure customers achieve their desired business outcomes while strengthening long-term partnerships.

Key responsibilities:

• Building and maintaining trusted relationships with executive sponsors, key stakeholders, and customer decision-makers.
• Developing Customer Success Plans aligned to customer objectives, priorities, and measurable business outcomes.
• Leading business reviews, governance meetings, and service performance discussions while monitoring SLAs, KPIs, and contractual commitments.
• Driving customer onboarding, adoption, and engagement across software, cloud, and self-service platforms to maximize value realization.
• Coordinating internal teams to manage escalations, mitigate risks, resolve service issues, and support continuous service improvement.
• Supporting renewals, identifying appropriate growth opportunities, and sharing customer insights with Sales and Services teams.

Job Requirements

• Strong customer relationship management and stakeholder engagement skills, including the ability to build trust with senior business stakeholders.
• Ability to understand customer business priorities and translate them into structured success plans and measurable outcomes.
• Experience supporting customer success, service delivery, governance, support operations, or customer-facing account management activities.
• Understanding of service-level agreements, performance metrics, contractual commitments, and risk management practices.
• Strong commercial awareness with the ability to identify renewal, cross-sell, and upsell opportunities in a consultative manner.
• Excellent communication, collaboration, and problem-solving skills with the ability to work effectively across customers, Sales, Services, and Support teams.

Company de ion

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.